Senior Group Manager
3 weeks ago
About the Role:
We are seeking a seasoned and results-oriented Senior Group Manager - Transactional Quality, to lead and oversee our team of quality assurance professionals. This role is ideal for a candidate with a strong KPO (Knowledge Process Outsourcing) background and a proven track record of success in driving operational excellence.
Responsibilities:
Lead and manage a high-performing team of quality analysts, ensuring efficient and accurate transaction processing.
Develop and implement quality assurance processes and methodologies aligned with KPO best practices.
Analyze data and identify trends in quality performance, using Six Sigma or similar methodologies to develop and implement corrective action plans.
Conduct regular audits and reviews to ensure adherence to quality standards and service level agreements (SLAs).
Mentor and coach team members, fostering a culture of continuous improvement and professional development.
Partner with cross-functional teams (operations, training, client management) to identify and address quality-related challenges.
Stay abreast of industry best practices and trends in quality management within the KPO domain.
Prepare comprehensive quality reports and presentations for internal and external stakeholders.
Qualifications
Minimum 10-15 years of experience in a KPO environment, within the BPO/KPO sector
Proven track record of success in managing and leading quality assurance teams.
Black Belt certification in Six Sigma or a similar quality improvement methodology.
In-depth knowledge of quality control tools and techniques.
Strong understanding of KPO processes and best practices.
Excellent analytical and problem-solving skills.
Superior communication skills, both written and verbal, with the ability to effectively communicate with team members, clients, and other stakeholders.
Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Proficient in MS Office Suite (Word, Excel, PowerPoint)
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